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One annoying call
Jun. 29th, 2006 01:45 amThis wouldn't have been so bad if it wasn't for what happened afterwards.
Customer called because he had made an overpayment on one of his online bill payments(sent via paper check) and wanted a stop payment placed. Now the online bill payments are garuanteed funds and the chase lawysers have come down from on high and said stops can only be placed if they are;
a: unrecognized or unauthorized
b: contains an incorrect acct number or address
c. does not reach merchent by the "delivery by date"
d: has been returned to the customer by the merchent
Customer did not fit any of those conditions so I informed him that a stop could not be placed. customer whined and argued, wanted to know the reasons that we COULD place stops. So I gave him the examples(as we are allowed to do in the policy) He argued some more and played the what if game of if he convinced the merchent to hold the check and he picked it up if he could call and place the stop then. I said yes as that would fit condition D. he whined saying it was stupid and asked to speak with a supervisor. So I transfered to assist. The assist banker kept interupting me as I tried to explain what was going on. And I think she was trying to say that I should just place the stop(fortunately she didn't) and finally took the call.
I thought that was the end of it. until later my manager came by and the assist banker had sent an email about me. Claimed that I had refused to do the stop payment when the check had been returned to the customer by the merchent. what had happened is after the transfer the customer had straight up lied about our conversation and told her that the what if situation was in place "that the merchent had agreed to hold the check for him to pick up" When my manager got the email she pulled up the call and listened to it. And of course found that I done jackshit wrong, and now the fun of responding. As well as pointing out that if I hadn't told the customer of the cinditions where we can place the stops he couldn't have used that as ammo to lie and have it done. And that if the assist had actually bother to listen to me(I did try to explain why I wasn't placing the stop) So frustating.
Customer called because he had made an overpayment on one of his online bill payments(sent via paper check) and wanted a stop payment placed. Now the online bill payments are garuanteed funds and the chase lawysers have come down from on high and said stops can only be placed if they are;
a: unrecognized or unauthorized
b: contains an incorrect acct number or address
c. does not reach merchent by the "delivery by date"
d: has been returned to the customer by the merchent
Customer did not fit any of those conditions so I informed him that a stop could not be placed. customer whined and argued, wanted to know the reasons that we COULD place stops. So I gave him the examples(as we are allowed to do in the policy) He argued some more and played the what if game of if he convinced the merchent to hold the check and he picked it up if he could call and place the stop then. I said yes as that would fit condition D. he whined saying it was stupid and asked to speak with a supervisor. So I transfered to assist. The assist banker kept interupting me as I tried to explain what was going on. And I think she was trying to say that I should just place the stop(fortunately she didn't) and finally took the call.
I thought that was the end of it. until later my manager came by and the assist banker had sent an email about me. Claimed that I had refused to do the stop payment when the check had been returned to the customer by the merchent. what had happened is after the transfer the customer had straight up lied about our conversation and told her that the what if situation was in place "that the merchent had agreed to hold the check for him to pick up" When my manager got the email she pulled up the call and listened to it. And of course found that I done jackshit wrong, and now the fun of responding. As well as pointing out that if I hadn't told the customer of the cinditions where we can place the stops he couldn't have used that as ammo to lie and have it done. And that if the assist had actually bother to listen to me(I did try to explain why I wasn't placing the stop) So frustating.
